The Support Solutions Engineer at Netflix will be part of the Engineering Support Organization, focusing on delivering excellent support experiences to the developer community. This role involves monitoring and handling customer requests, troubleshooting issues, and automating support needs. The ideal candidate will have experience in customer-facing engineering support roles and a strong understanding of cloud networking and infrastructure. The team aims to advocate for customer needs and improve the engineering support experience through collaboration and feedback.

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations.
• Highly adaptable, thriving in fast-paced, ambiguous environments.
• Data-driven decision-maker with strong written and verbal communication skills.
• Deep understanding of network access control in AWS and Kubernetes environments.
• Proficiency in DNS fundamentals including record types and resolution troubleshooting.
• Working knowledge of AWS VPC concepts and infrastructure-as-code practices.
• Familiarity with load balancing concepts and distributed systems.
• Ability to leverage monitoring dashboards and log analysis tools.
• Eager to continuously learn and improve operational efficiency through automation.

• Monitor and handle customer requests and troubleshoot issues.
• Automate support needs and develop support documentation and runbooks.
• Improve and maintain support tools and automation.
• Understand product offerings and continuously seek ways to enhance the engineering support experience.
• Communicate status updates and ensure visibility into issue resolutions.
• Partner with Product Management and Developer Education to track ongoing issues.
• Drive collaboration efforts to reduce product friction and increase usability.

• Employees at Netflix are often offered flexible, people-first benefits—unlimited time away, generous parental leave, global family-forming support, mental-health programs (mindfulness, free counseling/coaching), and health coverage tailored by country. Financially, Netflix pays at personal top-of-market and lets employees choose their mix of cash vs. fully-vested 10-year stock options, alongside donation and volunteer matching. Convenience perks can include trust-based travel/expense policies, relocation support, and “Work, Not Drive” rideshare flexibility.